Daymond John has been a phenomenally successful business person for over 25 years. Along his entrepreneurial journey, through his many successes as well as failures, he has learned a few things about getting the best out of business and life. He believes the keys to his success include establishing the right mindset and following a few fundamental principles, which he calls his five “S.H.A.R.K Points”. Get ready! Daymond John is going to share his unique goal-setting and achievement strategies, which will empower audience members to make positive changes in every aspect of their lives.

Sponsored by: Vonage Business

Daymond John

Founder/CEO of FUBU, Presidential Ambassador for Global EntrepreneurshipStar of ABC's Shark Tank and CEO of The Shark Group

Microsoft is a forerunner in leveraging the latest and greatest in technology to support their customers, often through developing their own technology stack and support mechanisms curated for customer needs. From self service technologies to artificial intelligence and automation, Microsoft’s service and support embraces the next generation technologies that both support employees and deliver world-class service to customers. This cooperative keynote address tells Microsoft support journey, how digital continues to change the game in customer service, and concludes with a look into the future of support experience.

Daymond John

10:50 am - 11:00 am IDG Transition Time

INTERACTIVE DISCUSSION GROUPS (IDGs)

Upon registration, attendees have the opportunity to select three of the below topics. IDGs repeat 3 times with 10 minutes of transition time between each. Discussion groups are capped at 20 to ensure all attendees have the opportunity to truly engage in these small groups.

Sponsored by: Vonage Business

Joni Washington

Brian Gilman

12:50 pm - 2:00 pm Networking Lunch in the Expo Hall

TRACK SESSIONS

People/Process and Technology tracks include practitioner presentations providing context for the foundational people, process and technology topics for customer contact success. The CCW Executive Club is invitation only for VP-level and above customer contact executives and covers highly strategic topics.

Customer emotion has an outsized impact on customer experience, and hassle can be a significant source of negative emotion. By eliminating these frustrations from our customer’s journey, we open a path for positive emotions to define the customer experience, creating better memories and more loyal customers. This dynamic keynote will reveal a 3-part approach to making your customer’s experience hassle-free. You will learn to:

Understand customer hassle and why it’s more than just effort

Identify the hassles your customers face using a variety of sources

Eliminate hassles from your journey by focusing on five root causes

You will leave this keynote with actionable strategies for creating hassle-free customer experiences that you can put to work in your organization immediately.